Comenity
Reviews and Complaints

Comenity Bank is one of the worst servicers of credit cards I've ever known. They have placed two identical charges on our bill and when contacted they said they would correct the matter within 24-48 hours. The charge that they have now "resurrected" was made over three months ago, and was paid in full in mid June. Now it has appeared again on the August bill. This is just sheer incompetence and your company should be ashamed of doing business with this shady bank.

I was once locked out of my web account to pay my bill when I was delinquent. Once I caught and still on track, they told me I would have to create a new account online to access my bill. Every time I go to pay, I can not access my account. It's like I am purposely locked out. Like Commenity wants me to forget, be late, and charge me additional fee's because I can't pay my bill online. Most of the time I have to call and make a payment--that's frustrating because it's not an automated phone system. I have to wait for the place to open. I have set an alarm on my phone to remind me to call while I'm at work. It seems they want you to fail at paying your bill. I'm surprised they have had a civil suit brought against them for their practices.

In August 2018, I received a letter from Comenity Bank advising that I could sign up for e-mail and text alerts for charges made to my B.J.'s World Mastercard credit card account. Up until this time, this credit card was the only one I had that did not offer this service.
I attempted to sign up for these alerts but every time I tried, I got an error message that said, "We're sorry. A technical glitch occurred and your request could not be completed. Please try again." I tried setting different dollar amounts for the alerts; tried requesting only e-mail alerts and then only text alerts; a combination of the two; tried different web browsers; cleared the cache in between requests; and, even tried different computers in the house, including a Macbook, but still got the same error message.
On 8/26/18, I called Comenity's main customer care number and was given another number to call. I was told a (trouble) ticket was submitted for the problem. Over the next couple of months, I tried again several more times to sign up for the alerts but still kept getting the same error message. I even tried on a friend's computer at his house and still got the error message.
On 10/22/18, I called Comenity again to advise them that the problem had not been corrected. The customer service rep., Kaitlyn, told me that even though I was getting the error message, I should be seeing something below it asking me to enter my mobile confirmation code. She said she was seeing it on her end. She also said that if everything was working right, I should automatically receive a text message with the code when I attempt to sign up for the alerts. However, I was not seeing a place on the web page to enter a mobile confirmation code, regardless of which web browser I used, nor was I receiving a code via text. She said she would resubmit the (trouble) ticket.
I told her that I needed to speak with someone in tech support. She said that they really don't have a tech support section. I should have asked where the tickets were being submitted. Not having a tech support section is concerning, because if their database of customer information is breached, then, first of all, how are they going to know it, and secondly, how are they going to know what to do to stop the breach? I would assume that even if they don't have a dedicated tech support section, they subcontract this work out. So, there still should be someone who can resolve this issue.
Between Oct. 2018 and June 2019, I tried several more times to sign up for e-mail and text alerts, but continued to get the same error message. I called and e-mailed (sent secure message via their web site) several times to complain again about the problem still not being corrected. If I e-mailed them they would just tell me to call their customer care number. I wasn't wasting my time because I had already spoken with more than one rep., other than Kaitlyn, and 2 tickets had already been submitted.
On 6/3/19, I complained again via e-mail about not being able to set up the alerts. This time, I got a letter in the mail telling me to call their customer care number. I wrote a letter back telling them that this was a waste of time, as I had tried this more than once and none of their reps. could help. I told them to have whoever would be responsible for correcting the problem to call me, instead of me calling them and being on hold for who knows how long. However, I have yet a response to my letter or a phone call.

Comenity is the credit card company for Pottery Barn. They are deceptive and I believe criminal in their actions.. We ordered some furniture from Pottery Barn in November of 2018 and then when they were unable to deliver it for some time we cancelled the order. I must add we had paperless Comenity Statements. In January they sent us a notice of late payment. So in late January 2019. I immediately called the credit card company after receiving the late notice and they were great. I explained the situation and they called Pottery Barn and then they credited the purchase of $1500.00 along with ALL the interest and late fees. Then when I looked at the February statement I had an interest charge of $32.21 on a balance of $177.86 plus the $32.21. I was extremely busy so I sent them $300.00 knowing I would deal with this issue when I had time. Finally in May I spent some time to call them and explain the situation and that there was no way there should be a $32.21 charge in interest on a $177.86 balance. They said they would put in a dispute and get back to me. Today I called them and was on the phone for over an hour speaking to one employee and then her supervisor. Speaking to the employee today she claims that the interest rate is 28.99% EVERY MONTH! I told her she was incorrect and that would be illegal. She stood by that ridiculous statement. I asked to be transferred to her supervisor, which I was. He explained to me they were charging me interest on the revolving balance on the returned items because the return credit was not posted until late in January. My point is they admitted the charge and interest was not valid and that is why it was all refunded in January, interest, late fee and purchase price. They do that and then charge the interest the next month AFTER the money was refunded because I had a balance of $177.86 which triggered the revolving balance interest. Remember the first person told me 28.99% of 177.86 was the $32.21. Poor math for someone working for a bank. However, here's the real kicker, the supervisor said "you already paid it so there is nothing we can do" I did explain that I had been busy and paid it to buy me some time to get to a point where I had time to deal with trying to recoup my lousy 32 dollars. IT'S CRIMINAL. They should train their people better and they should take better care of their customers. So for $32.00 dollars I will spend any free time I have and find forums to post my experience. I hope it was worth it for them and I hope you all take notice and boycott Comenity and Pottery Barn for their association with Commenity. Please also notice complaints flow into this site almost daily about them. I have a number of cards and never have issues with anyone else. Please avoid them.

I logged into my Williams Sonoma Comenity Account account using my password and changed my billing address. A couple of days later I got a call (on the phone listed on my account) from a woman who claimed to be from fraud protection. She asked for my social security number and birthdate, which I refused to give because I had no way of knowing who she was. I then got a threatening letter stating that my account would be closed if I didn't call them back. I did. I was put on hold for 12 minutes before some jerk answered the phone and stood up for this process, and told me I was being unreasonable! I called from the phone number on file. He asked me to read the letter I received. I read 2 1/2 paragraphs of the letter, and asked if I had to finish it, at which time he told me all he needed was my account number. Why didn't he ask for that instead? I then gave him my birthdate, my social security number, my account number, my address, my phone number, and the name of the other person on the account, and he told me he needed to put me on a brief hold while he looked for more personal questions to verify my account. I said, "brief, I've already been on hold for 12 minutes." After two minutes I hung up. Mind you, no one purchased anything. I gave all that personal information. I answered the phone from the first call and verified that I changed the address (which I did using my password). If you need to close my account, fine. I don't need to be harassed.

Someone pretend to be me and have my credit card cut off. How did you know it was me? Your security system is not safe. Now I can never get it back. Thanks alot. I should not pay the bill since you don't recognize me and let anybody pretend to be me and clip me. I make sure I tell everyone all you system. You need to get some type of system going please

The bank messed up and did send me bills for the first few months. They kept the bills back and never called me about it. It was going to an incorrect address that they put. Anyway they waved the late fees as a "courtesy".
I just called to pay off the bill of $5000 and asked to wave a fee. This time it wasn't fault so I asked nicely. Ivan said the account isn't eligible. I asked to speak to a manager and I've been on hold for 2 hours! Is people time not mean anything to you!

The Comenity customer service department is a black hole of confusion and inaction. I bought a candle for $20. The Pier I staff encouraged me to use the Comenity card. I paid the bill but Comenity said they never received the check. Fee applied. I called, I sent copies of the cashed check. They said they never received any of the documentation or the check, even though I verified the address. I finally got so frustrated that I paid them $70 in fees. A charitable donation since I already paid separately for the candle in November. I terminated the card. It may hurt my credit score but people should not be treated like this. Just thinking about Comenity and Pier 1 makes me sick.

1/18/2019

I'm appalled at the lack of service the agents are able to provide. Instead of reading from a script and constantly apologizing RESOLVE THE ISSUE. I have a credit freeze on my credit history to prevent fraud. Usually when I apply for credit, I receive a cal to verify the application. This did not happen with Commenity Bank. Instead I received a letter in the mail statin they were unable to verify my information and I can submit another application in 30 days. I removed the freeze and reapplied per the instructions I was given and the application was declined because I applied TWICE within 30 days. Prior to submitting the application electronically, I called Commenity to confirm if the application could be submitted and they said yes. I was on the phone for over an hour and spoke to FIVE different people. Nobody resolved the issue. I'm very disappointed in the lack of service I received and will no longer apply for an account with this bank. Also, I will not use any card (Children's Place) that works with this bank.

I have been receiving harassing phone calls from Comenity bank. They keep telling me and leaving messages on my voicemail telling me that they are going to take matters into their own hands if I don't take care of this matter and return their call but never state the matter at hand. Now they are starting to call my family and harassing them about the matter. I have told them i am unemployed at this time to please stop harassing my family and myself. They are being imperfectional in the way they do things. If they continue harassing us we are going to file a lawsuit against the bank for harassment.

I played my Comenity bill as soon as I heard from a representative. They ruined my credit and said they had to do this. I sent information from social security explaining my disability memory loss. They had no sympathy and ruined my credit over 81.00. They said they had no chose. Of course they have a chose. They have no empathy for disabled and full of lies in my opinion.

I am forced to pay on an item that I have not received

I ordered an item from Overstock. I did not receive the item. On October 11, 2018, I got a credit toward the missing item. But your bank insisted that I paid a late fee on something I never received.

I spoke to my agent from your bank and all decided that I have to pay the late fee. How am ai going to pay a late on a merchandise that that was never received?.

Now I have abill for $130, no explanation what so ever and the late fee is $39. Can you find someone to review this mess for me, please?

I am a senior citizen on a fixed income. I cannot be paying for something I never receive and even more paying a late fee for credit that I already received from overstock

I am a loyal customer of Comenity Bank Bj's close to a decade because of their excellent customer service. Based on fliers, advertisements & customer service campaign hold a Comenity Bank Bj's credit card ending with 3880 for more than couple of years with an amazing credit line.

Comenity Bank Bj's credit card is the only card that I carry & use, because of the trust & customer service that Comenity Bank Bj's provide. Though there had been ad hoc customer service issues in the past with Comenity Bank Bj's credit card, I ignored as it was not a significant or caused any impact to me.

I recently had a back surgery and after 6 weeks, I drove to couple of stores to shop using my Comenity Bank Bj's card and with couple of hours spent on shopping, I walk to register to make payment, I am told, my Comenity Bank Bj's card authorization "Declined", in spite of repeated attempts no luck. This happened at multiple stores, first I thought it could be network or Card reader issue with the store.

Then called Comenity Bank Bj's card services, I am told there is an internal reconciliation process to my account and it would take at least 24 hrs for card services to complete the process. Till that time, I cannot use my card. I was shocked to hear that, Comenity Bank Bj's is a huge organization and surprised with this response. Below are additional reasons, for my shock.

a) When card services know there is a reconciliation and customer purchases during the interim time could get declined, No prior intimation was given to me about this temporary block or at least did this activity during night time. This would have helped me avoid waste couple of hours shopping or I could have taken my other bank credit card.
b) Block my credit card transactions/approvals for 24 hours for reconciliation, I have never heard this. I do have Finance/Banking/Credit card background, shocked to hear this as an excuse. Internal maintenance activities, shouldn't impact customer usage.
c) Last but not the least, I am still not sure of when the reconciliation activity would complete, no definite date/time shared. Till I called card services, I didn't know anything about this. When there are so many alerts for fraudulent & misuse, can't there be an alert sent to customer, for items like this ?

I write this email, to let you know that all the trust & loyalty that Comenity Bank Bj's were put into question with this instance. I have personally referred my friends & family to shop & have Comenity Bank Bj's credit card.

With all my surgery pain, couple of hours shopping, time & drive, all gone for waste. I wait to see if Comenity Bank Bj's leadership could intervene and do something about this, to get my trust & confidence. Let me be the last customer that ran into this issue and avoid Comenity Bank Bj's lose market share & brand positioning.

I used to go to dental first they took a loan out in my name so that I'm able to get a procedure done with my tooths. I got the procedure done my insurance ended up canceling -I'm not sure if the bank cover most of it idk- but anyways I ended up losing my job I told them I wasn't able to make payments until I found a job. It's hard finding a job in the city so I decided to go back to school to make a long story short this bank calls me tells me I made promises to make a payment when I didn't so during that phone call I told them yet again I wasn't able to make payments they wasn't having that so I lied and told them ill put 20 on the account but they still was calling me all day everyday. Even before I told them that they just keep calling me everyday. I'm being harrassed by them and now I just don't answer my phone for them.

This is the most horrible customer service FAIL I have ever experienced from any of my credit cards in my entire life! After almost 20 years of carrying the Victoria's Secret Angel card, I received a letter in the mail a couple days ago, stating that my account had been closed, due to missing personal information on my account. I called to speak with customer service today, and spent a couple hours on the phone, being "escalated" up through the ranks, until I finally reached a senior supervisor. The first story they gave me, from the lowest ranks, was that they sent out letters earlier in the year, letting cardholders know that they needed to update their account information with a physical street address, and anyone who didn't would have their account closed. I never received such a letter, and I have always made sure my account information was current. In fact, just a couple weeks ago I called customer service to update my account to my new mailing address. I asked if I could use a P.O. box, and they told me that was fine. When I called customer service today, they could not explain why it was ok a couple weeks ago, even though they supposedly knew that I needed a street address since earlier in the year. The story didn't make sense, so I asked to speak with supervisors that could reinstate my account. When I finally reached the top supervisor, she explained to me that only four days before they closed my account, they received information regarding the Patriot Act, requiring all accounts to have a physical street address. Any accounts that had a P.O. box as the mailing address was closed without any prior notice...no letter, no email, no phone call...though they have ALL of that information for me in my account. She also said that since "the system" closed over 50, 000 accounts, they could not reinstate any of them, even if they were long-term accounts in good standing, such as mine. I argued that a human created "the system", and whoever that is certainly could reverse it. She explained that it would be illegal, as it would be going against the Patriot Act. I then asked her why none of my other 12 credit cards had said anything to me about the Patriot Act, nor had they closed my accounts. She had no answer or explanation. I got the feeling that there was something else going on, and the Patriot Act excuse was just a cover-up.
She had the audacity to encourage me to reapply for the card! Excuse me?! Why should I need to reapply for a card I have been using for almost 20 years?!
NO THANK YOU! You have lost this loyal customer and my business!

Comenity bank customer service is horrible. I was out of work for a while and got on their program so my payments would be on time and i would be penalized. Every month they took a payment from my bank account which was the same as my monthy payments and never applied any payments to my accounts. And at the end of the 3 months the harrassing phone calls started you get 15 calls a day from several different people because no one reads notes left by other person. I just like to know where all my money went to if not to payment of accounts. no all my accounts are way over the amount given to me and payments are unmanagable

My name is Deborah Bishop. I received two calls this morning regarding two payments I set up online: One for Kingsize and the other for Roamans. The first representative I spoke with was professional. After being told the reason for the call - that I had not successfully submitted payments for Roamans and KingSize, I let your representative know I would check my print screen records (I do this and save them after every online payment) and would check my bank statements as well. I promised to go online after doing so, to make the payments if I had not submitted them as I thought I had.

A few minutes later - after I'd just submitted my KingSize payment, I got another automated call from Comenity asking me to contact Comenity, which I did immediately. A woman calling herself "Laura" answered this time and before I could completely describe why I was calling, she cut me off and said "I see you've paid KingSize past due payment, now what do you plan to do about Roaman's past due payment?" Now, keep in mind, I have NEVER been late with any payment to Comenity bank and was surprised to learn these two payments had not been processed and credited to my accounts, because the payments were without a doubt set up the same day I set up the other payments... "Laura's" nasty attitude was unnecessary and she made me angry. First, I know I set up those payments and fully believe the problem is at Comenity's end... and then to be treated like this by a disrespectful individual added insult to injury. It's clear she doesn't know how to treat good customers well. She was just horrible. She'd never last long in my department - I work in IT and resolve IT issues with callers daily, and no matter the frustration level of the end-user, it's not my job to put them down or treat them disrespectfully, and hopefully, it's not acceptable at Comenity Bank for "Laura" either.

I hope she's repremanded at the very least for the disrespectful way she spoke to me at 10:53 a.m. Sunday 9/9/18. Her nasty way of communicating was un-called for and has given me a very bad impression of Comenity. I hope you will rectify that.

I have reached out to BBB about this company and their horrible customer service tactics. I had a Express card and always made my payments on time and actually paid the account off the month before I planned to use it to make a purchase for some summer clothes. I tried using the card at the checkout and was told the card was declined and the employee called customer service and they wanted to talk with me, saying that the account was not used in over a year, which was not true. I explained that my last purchase was 7 months ago and that I just paid off the account last month and thats why I am here in the store making another purchase. The representative told me that I had to go through another credit check which I declined and she was very rude saying that she would close the account and I said no, you will not and I want you to send me the credit card agreement in the mail to me (which I never received). So after dealing with that call, I decided, which I probably should not of have and contacted BBB about the experience of them closing my account, saying that "I" closed the account, which I did not approve or say that I wanted. This company responded back saying that I had "limited credit experience", "have high outstanding balance in relation to the credit limit", lies, lies, lies! Then they reached over to my Pier One account and decreased my credit limit from $500 to $200 in retaliation to me complaining about their company to BBB. I am furious about their immoral actions. So just word to the wise, always ask who the bank is before opening a store account. I would never deal with the bank again, if I can help it.

I have a Talbot's card through comenity bank. I have paid on time and I owe very little..like $40.i recently got a call from a representative there wanting to know when I can make a payment.it see that comenity dropped from auto pay which is how I do all my bills and I didn't realize it. I asked the rep to waive the two 39 dollar fees and was told that they waived another fee at some point and so they won't be able to.the representative was very nasty and judgemental asking if I had a good reason for not paying and that I should"take responsibility".the one late fee is almost as much as I owe for my entire bill.the no payment was an accidental on my behalf and really there fault as they won't accept autopay.it seems like comenity does this to many people.im am also disabled and on a pension. I cannot pay staggering fraudulent charges..pls advise me..